Service Licence Agreements

Last Updated: 12-September 2025


You will be notified of any Service Licence Agreements updates via Email.

Welcome to Blaze&Frost! By using our hosting services, you agree to the terms outlined in this Service Licence Agreement. This Agreement is designed to keep things fair, secure, and transparent for everyone.

1. Service Availability & Uptime

Blaze&Frost commits to 99.9% uptime per calendar month, excluding scheduled maintenance or events beyond our reasonable control (for example, natural disasters or widespread internet outages).

  • Scheduled maintenance will be announced at least 24 hours in advance whenever possible.

  • Uptime is measured per calendar month and excludes planned maintenance windows or interruptions caused by third parties or force majeure events.

2. Response Times & Support

We aim to be responsive — whether it’s a billing question or a critical outage.

  • Acknowledgement times: Support requests will be acknowledged within 2 hours during business hours, and within 6 hours outside business hours.

  • Support channels:

    • Email: support@blazefrost.xyz

    • Support Tickets

  • Business hours (default): Monday–Friday, 09:00–18:00 (SAST | GMT+2:00). Emergency/after-hours support is available for critical incidents.

3. Security Measures

Security is a shared responsibility. Blaze&Frost provides the platform and tools; customers must secure their applications and credentials.

  • Infrastructure protections include industry-standard firewalls, DDoS mitigation, and encryption in transit and at rest where applicable.

  • Access to customer data is limited to authorized Blaze&Frost personnel under strict policies and auditing.

  • Customers are responsible for secure configuration of their applications, strong credential management, and proper access controls.

4. Data Backups & Recovery

  • Automated backups are performed daily and retained for 7 days by default.

  • In the event of a system failure, Blaze&Frost will restore services from the most recent successful backup to the extent possible.

  • Clients may request additional or custom backup solutions at an extra cost; such arrangements must be made in writing.

5. Performance Metrics

  • Blaze&Frost will monitor and maintain the following performance standards in accordance with the client’s chosen plan:

  • Network latency — low-latency connections across supported regions.

  • Network speed — bandwidth consistent with the client’s plan limits.

  • Packet loss — Blaze&Frost will monitor and act on abnormal packet loss or other indicators of degraded network quality.

6. Penalties & Service Credits

If Blaze&Frost fails to meet the 99.9% uptime guarantee, clients may request service credits as follows:

  • 5% service credit for every hour of unplanned downtime, up to 50% of the monthly fee.

  • Service credits will be applied to future invoices and do not constitute monetary refunds.

  • Credits do not apply to downtime caused by client misconfiguration, third-party software, or force majeure events.

7. Support Services

Support services include:

  • Channels: Email, Support Tickets

  • Hours: Standard business hours with emergency after-hours support for severe incidents.

  • Response expectations: Timely acknowledgement and prioritization based on issue severity.

8. Client Responsibilities

  • Clients must use services lawfully and comply with all applicable laws and regulations.

  • Prohibited uses include hosting malware, pirated content, or using resources in a manner that negatively impacts other customers.

  • Attempting to breach Blaze&Frost systems or circumvent security measures is strictly prohibited and grounds for immediate termination.

9. Limitation of Liability

Except where prohibited by law, Blaze&Frost will not be liable for indirect, incidental, or consequential damages arising from the use of the services. BlazeFrost’s aggregate liability to a client under this Agreement will be limited to the total amounts paid by the client during the last three (3) months of service.

10. Termination

  • Clients may cancel services at any time through the Blaze&Frost dashboard; cancellation terms are subject to the client’s billing plan.

  • Blaze&Frost reserves the right to suspend or terminate accounts that violate this Agreement or the Terms of Service.

  • Upon termination, Blaze&Frost may retain backups for a short period to facilitate orderly data export; clients should request data exports prior to termination.

11. Amendments

Blaze&Frost may update this Agreement from time to time. Clients will be notified at least 7 days prior to material changes where practicable. Continued use after changes constitutes acceptance of the updated Agreement.

Closing Note

At Blaze&Frost, we strive to provide reliable, secure, and community-driven hosting. If you have questions or concerns about this Agreement, please reach out to our support team — we’re here to help.